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Adhere to the quality process: the inclusion of subjective theories

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Author(s): Claus-M. WALKSTEIN

Journal: Essachess : Journal for Communication Studies
ISSN 2066-5083

Volume: 2;
Issue: 3;
Start page: 69;
Date: 2009;
Original page

Keywords: quality | management | organization | conflict | subjective theory

ABSTRACT
In most professional literature about quality improvement and quality management, both authors and interviewed managers imply an inherent positive acceptance of quality in the work place. Thus, quality is seen as an employee’s natural frame of mind, ready to be implemented as soon as sufficient organizational means to do so are provided by the management. This is why most managers worry about the institution of quality improvement measures rather than the acceptance of these measures by their employees. The article argues that employees and other persons concerned with quality have constructed different representations of quality in both, work and every day life. For the employee these constructs take the place and weight of scientific realities, also called “subjective theories”, and may affect the individual’s degree of acceptance of the company’s decisions and management directives. This article discusses the impact of subjective theories on the establishment and implementation of quality management. It emphasises the necessity of innovating methods to investigate and assess the consistency of subjective quality theories in order to prevent conflicts between the official and the individual aims of quality management.
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Tango Rapperswil
Tango Rapperswil